2019 – The year of Change

2019 has been a remarkable year for Viegli. It only seems like 5 minutes ago that I got the call from our second largest client at the time (Canute Haulage) to say that they were going into administration, would be liquidated and that the world seemed to have ended on December 22nd 2018.

How does a small business recover from such a bad hit?

What a difference a year makes!

A year later (it's December 19th 2019) as I write this Viegli is completely different, vibrant and successful place.

The leadership team changed in january 2019 we rolled our sleeves up and we got busy putting the business back on track. In only 11 months the transformation has been incredible.

With the change in leadership came a change in direction. We stopped trying to be "all things to all clients" within the telecoms arena and focused on what we're good at. A real focus on the 50-1000 employee sector.
A focus on Contact Centre technology and ethernet networks. More importantly we stopped talking about product and starting talking about Customer Experience, User Experience, Improving productivity and Reducing costs.

These aren't conversations that you get from other telco's. For us the transformation has been profound. I know it sounds daft but the world class products we sell and the amazing Contact Centres and networks we build are a side effect of the conversations and relationships we build - we have become completely driven by the relationship and the value we can add and not the product set or features.

This industry is incredible. The power we have to affect real change and growth for our clients makes every day we spend working with them a privilege. The learning journey we are committed to, never standing still, never assuming that we are always on top of the latest trends or needs in the business world. Spending time to really understand the people we deal with and the impact that we can have on their day to day lives. We don't have clients - we have friends!

So as 2019 draws to a close, what comes next?

Q1 in 2020 for Viegli is all about two things. 1st a big upgrade for one of our key clients - adding integrations and automation to their Contact centre, reducing inbound call volumes by 15% and increasing productivity of the team. That'll keep us busy for a month or so.
2nd - Our first Contact Centre Excellence event that takes place at Wyboston Lakes on 26th March 2020. I am delighted that we have the support of some of the industry leading lights and this event will add real value to those who attend. Invites will start going out in the first week of 2020 and to say we are excited about this would be an understatement. You can find out more about this event here.

So all that remains for this post is to thank those who have helped us make 2019 the year of change. I wish everyone a very Merry Christmas and a wonderful New Year. I can't wait for 2020.

Kindest Regards
Robert Nunn - MD

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